Lead Dynamics 365 CRM Functional Expert

TAQA Distribution

Abu Dhabi

On-site

AED 300,000 - 420,000

Full time

5 days ago

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Job summary

TAQA Distribution seeks a hands-on Lead, CRM Functional to lead and continuously improve our Microsoft Dynamics 365 CRM ecosystem, supporting customer service, sales, field operations and digital transformation.

This role focuses on configuring, developing, implementing, testing and improving CRM solutions in collaboration with business teams to turn requirements into value across processes and customer journeys.

Qualifications

6+ years of CRM experience with hands-on Dynamics 365.
Experience across multiple Dynamics 365 modules.
Strong ability to translate business requirements into CRM solutions.
Bachelor’s degree in IT, Computer Science, or Business.

Responsibilities

Own and continuously improve the Dynamics 365 CRM roadmap and functional landscape.
Design, configure, develop and test CRM solutions across business processes and customer journeys.
Work with Customer Service, Commercial and Operations teams to understand requirements and improve processes.
Configure forms, entities, workflows, case management, service requests and CRM reporting.
Support CRM integrations with Oracle CC&B, Contact Centre, Digital Channels and other enterprise platforms.
Lead requirements, functional design, configuration, SIT/UAT, deployment and post-go-live support.
Manage CRM demand, enhancement backlogs, releases and functional governance.
Improve CRM adoption, data quality, user experience and business value.
Support Microsoft Copilot and AI-enabled CRM capabilities.
Prepare functional documentation, test cases, deployment packs and training materials.
Deliver and support a portfolio of approximately 5–8 CRM projects/enhancements.